City of Flagstaff · 1 day ago
Customer Service Representative I
Flagstaff, AZ
Full-time
Onsite
Entry Level
$18.50/hr - $27.75/hr
2+ years expThe City of Flagstaff is seeking a qualified individual to join their team as a Customer Service Representative I. This role involves providing excellent customer service, managing various administrative tasks, and supporting community programs.
Government Administration
Responsibilities
Provides excellent customer service to both internal and external customers
Using multi-tasking skills, operate multiple pieces of equipment simultaneously
Creates and maintains various confidential records, files, and databases requiring compilation of varied information
Provides written and verbal responses to customers by preparing, drafting, and proofing various reports, letters, and other correspondence
May be responsible for monthly production reports, statistical reports, or other regularly scheduled reports
Files electronic documents chronologically or by other prescribed methods
Processes a variety of forms electronic and paperwork, using established procedures
Types, data enters, or word-processes a variety of technical documents; compiles data and prepares reports
Monitors and maintains office supplies, business forms, and/or application forms
Maintains clean and orderly work areas
Work requires the ability to read and refer to City codes and ordinances
Work requires ability to read and apply policies and procedures, billing/account receivable and other financial reports
Clearly and politely communicates with customers in person, on the phone, and in writing
Performs other duties of a similar nature or level as assigned
Receives payment by cash, check, credit cards, wires, automatic debits, etc
Issues receipts, refunds, credits, or change due to customers
Counts money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change, as well as balance funds at end of shift
Greets customers entering City Hall, answering customer questions, and providing information on procedures or policies, as well as directing to appropriate staff and departments throughout the City
Complies with all cash handling and financial processes
Creates customer accounts, processes load station applications, and termination requests
Communicates clearly with field personnel
Manages high volume of inbound calls in a timely manner
Following call center “scripts” when handling technical topics
Identify customers’ needs, clarify information, research various issues and provide solutions and/or alternatives
Understanding of City personnel, departments, and responsibilities for proper disposition of calls
Responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, and refunds for municipal services. Responds verbally or in writing to complaints relating to billing policies and procedures
Analyzes and educates customers in the areas of water consumption, sewer calculations, and troubleshoots high usage complaints
Analyzes customer account information for payment options, creates payment arrangements on delinquent utility accounts
Create multiple payment batches for City services as payments are received online, over the phone, and in person. Research and process returned payments Reports errors and/or discrepancies to Customer Service Supervisor and/or Customer Service Manager. Completes end of day check processing for submittal to bank
Prepare large print jobs for internal customers on a high-volume print press
Pick up and deliver mail at the local post office and FedEx
Distribute mail to appropriate Division, Section, Program, and employee
Utilize postage machine and U.S. Post Office information to ensure proper postage payment of outgoing materials
Receives, sorts, and distributes a variety of correspondence, records, and information to appropriate personnel and the general public
Responsibly driving City vehicle while on deliveries, errands, and other approved use
Qualification
Required
High school diploma or General Equivalency Diploma
Two years of progressively responsible experience in the following areas: Working in an office-like environment including use of computer, telephone, calculator, and copy machine
Cash handling
Customer service in a multi-tasking environment
Or any combination of education, experience, and training equivalent to the above Minimum Requirements
Must possess, or obtain upon employment, a valid Arizona driver's license
Regular attendance is an essential function of this job to ensure continuity
Preferred
Two years experience in cash handling reconciliation
Two years experience in customer conflict resolution
Two years experience with Microsoft Suite, including Word, Excel, and Outlook
Six months experience with point of sale (POS) software
Six months experience working in high volume call center
Benefits
Arizona State Retirement System with 100% Match
Employees are members of Arizona State Retirement System (ASRS) with a mandatory contribution rate of 12%
457 Deferred Compensation Options
Up to 4% Annual Pay for Performance Increase
Group Insurance including Health, Dental and Vision coverage
Flexible & Health Savings Accounts
13 Paid Holidays, Vacation, Sick Leave, Personal Leave, Paid Parental Leave, Bereavement, Jury Duty
Life Insurance, AD&D, Short- and Long-Term Disability and Voluntary Life Insurance
First-Time Homebuyer Assistance
Qualified Public Student Loan Forgiveness Employer
Tuition Assistance
Employee Clinic, Telehealth, Wellness Program & Incentives
Tobacco Cessation Program
Employer Assistance Program
Recognition including Workiversary, Wonderful Outstanding Worker (WOW), On-the-Spot, 7k Award, and City Manager's Excellence Awards
Employee Discounts: Mountain Line Bus Eco Pass, Aquaplex, and Recreation Centers
Company
City of Flagstaff
Flagstaff, Arizona is located in the southwestern United States at the intersection of Interstate 17 and Interstate 40, and is the largest city in northern Arizona.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase